Review Date: Annually
1. Purpose
London College of Legal Studies (South) (“LCLS(S)” or “the College”) is committed to providing a high-quality educational experience and a supportive learning environment for all students.
The College recognises that students may occasionally have concerns or complaints regarding services, facilities, administrative processes, teaching support, or other aspects of their experience. This Procedure provides a fair, transparent and accessible process for resolving such concerns promptly and effectively.
Students who raise complaints in good faith will not suffer any disadvantage or adverse treatment as a result of doing so.
2. Scope
This Procedure applies to all students enrolled at London College of Legal Studies (South), including students studying University of London programmes delivered through the College as a Recognised Teaching Centre. Therefore, this Procedure applies only to matters that fall within the responsibility of the College.
3. Who may use this Procedure?
This Procedure may be used by:
a. Current students enrolled at the College;
b. Groups of students making a joint complaint;
c. Former students, provided the complaint is submitted within the time limits specified in this Procedure.
Where a complaint is made jointly by a group of students, the group shall nominate one student to act as its representative for all correspondence and communications throughout the complaints process. The representative shall submit the complaint on behalf of the group and, where requested by the College, provide the names and student identification numbers of all students joining the complaint.
4. Definitions
i. Complaint
A complaint is any expression of dissatisfaction about:
a. The standard of service provided by the College;
b. An action or lack of action by the College or its staff;
c. Administrative procedures or decisions made by the College;
d. Facilities, resources, or student support services provided by the College;
e. The learning environment or student experience within the College.
ii. Working day
For the purposes of this Procedure, a “working day” means a day on which the College is open for business and excludes weekends, public holidays, and official College closures.
5. Matters Covered by this Procedure
Examples of matters that may be considered under this Procedure include:
a. Admission and registration services;
b. Timetabling and administrative support;
c. Library, IT, and learning resources;
d. Student support services;
e. Communication by College staff;
f. Teaching and academic support provided by the College;
g. Facilities and campus services;
h. Harassment, discrimination, bullying, or inappropriate behaviour by College staff or students.
6. Matters Not Covered by this Procedure
This Procedure does not cover:
a. Appeals against examination results or academic judgments made by the University of London;
b. Matters that are subject to separate disciplinary procedures;
c. Anonymous complaints where there is insufficient information to investigate the matter;
d. Complaints already considered and concluded under this Procedure unless significant new evidence becomes available;
e. Complaints that are frivolous, vexatious, malicious and abusive or submitted in bad faith may be rejected. Where the College determines that a complaint falls into one of these categories, it may decline to investigate further and shall notify the student in writing, giving reasons for its decision.
f. Students wishing to challenge University of London academic decisions should follow the relevant University of London procedures.
7. General Principles
The College will ensure that:
a. Complaints are handled fairly, consistently and impartially;
b. Complaints are treated confidentially as far as reasonably practicable;
c. Students are not disadvantaged for raising genuine concerns;
d. Complaints are investigated promptly;
e. Appropriate action is taken where shortcomings are identified;
f. Lessons learned from complaints are used to improve College services.
g. No student shall suffer disadvantage, victimisation, or adverse treatment as a result of making a complaint in good faith.
h. The College aims to complete the formal complaints process within ninety (90) calendar days wherever reasonably practicable.
8. Time Limit for Submitting a Complaint
Complaints should normally be submitted within two (2) calendar months of the event giving rise to the complaint, or within two (2) calendar months of the student becoming aware of the matter.
Complaints submitted outside this period may be considered only where there are exceptional circumstances.
9. Stage One, Informal Resolution
The College encourages students to seek informal resolution wherever possible before submitting a formal complaint. Where appropriate, concerns may be referred to the Programme Coordinator, or Academic Guidance Counsellor/Personal Tutor to facilitate early resolution.
a. Students should first raise their concern with their respective Academic Guidance Counsellor/Personal Tutor or Programme Coordinator.
b. The staff member concerned should seek to resolve the matter promptly and fairly.
c. A response will normally be provided within ten (10) working days.
If the matter cannot be resolved informally, the student may proceed to Stage Two.
10. Stage Two, Formal Complaint
Where a complaint remains unresolved following Stage One, the student may submit a formal written complaint to the College Administration.
A formal complaint should include:
a. Details of the complaint;
b. Any supporting evidence available to the student;
c. Details of attempts made to resolve the issue informally;
d. The outcome sought by the student.
e. Any additional evidence should be submitted as soon as reasonably practicable to assist the investigation.
f. During the investigation, the College may seek additional information from the student or other persons involved where necessary.
The College will normally:
a. Acknowledge receipt within three (3) working days;
b. Investigate the complaint;
c. Seek information from relevant staff members;
d. Provide a written decision within twenty (20) working days.
e. Where additional time is required, the student will be informed of the reasons and the expected timeframe.
Where a complaint is upheld, the College may take such remedial action as it considers appropriate, which may include changes to procedures, staff guidance or training, improvements to services, or other measures to address the issues identified. The nature of any remedy shall depend on the circumstances of the complaint.
11. Stage Three, Final Appeal
If the student remains dissatisfied with the outcome of Stage Two, they may submit a written appeal to the Head of Laws within fourteen (14) calendar days of receiving the Stage Two decision. The Head of Laws shall acknowledge receipt of the appeal and arrange for it to be considered by a senior member of staff who has had no previous involvement in the complaint.
An appeal will normally be considered only on one or more of the following grounds:
a. The Procedure was not followed correctly;
b. Relevant evidence was not considered;
c. New evidence has become available that could not reasonably have been provided earlier;
d. The decision was unreasonable in light of the available evidence.
The Head of Laws may:
a. Uphold the original decision;
b. Amend the decision;
c. Require further investigation;
d. Propose an alternative resolution.
The decision of the Head of Laws shall be final.
12. Completion of Procedure
Upon completion of Stage Three, the College shall issue the student with a Completion of Procedures Letter confirming that the College’s internal complaints procedure has been exhausted.
Where appropriate, the letter shall advise the student of any further rights of review or external complaint available under applicable regulations.
Students enrolled on University of London programmes should note that complaints falling within the responsibility of the University of London may be pursued in accordance with the University’s applicable regulations and procedures.
13. Confidentiality
All complaints will be handled confidentially and information will only be shared with those who need to be involved in the investigation and resolution of the complaint.
The College will comply with applicable data protection and privacy requirements.
14. Records and Monitoring
The College will maintain records of all formal complaints and their outcomes.
Complaint records shall be retained in accordance with the College’s record management and data protection requirements.
Complaint records will be reviewed periodically by senior management to:
a. Identify recurring issues;
b. Improve services and procedures;
c. Prevent recurrence of complaints;
d. Enhance the student experience.
15. Publication of this Procedure
This Procedure is available to all students before enrolment and throughout their period of study.
a. The College website under Policies and Procedures;
b. Student Admission and Registration Documents;
c. Student Handbook;
d. Orientation and Induction Sessions;
e. Student Support Services.
16. Review of the Procedure
This Procedure shall be reviewed annually or whenever required by changes in legislation, regulatory requirements, or University of London Recognised Teaching Centre requirements.
Last Updated: 29 June 2026